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基于GIS的物流企业CRM系统的研究与开发
A Study of Geographic Information System in Customer Relationship Management of Logistics Enterprises
【作者】 王平;
【导师】 张学民;
【作者基本信息】 河北工业大学 , 管理科学与工程, 2004, 硕士
【摘要】 客户关系管理(CRM),是企业为提高核心竞争力,达到竞争致胜、快速成长的目的的一种发展战略。在客户关系管理理念和思想指导下,企业将顺利建成或实现新的以客户为中心的商业模式,通过集成前台和后台资源、办公系统的整套应用支持,确保直接关系到企业利润的客户满意的实现。 作者在研究的过程中发现,CRM系统中存在着大量的与空间有关的数据,这些数据中蕴含着丰富的有用的信息,这些信息对于企业实现服务自动化、更好的了解客户、决策支持等都发挥着巨大的作用。如果这些数据的处理没有GIS(地理信息系统)的支持,就会非常困难。本论文就是研究将GIS的图形显示、分析功能,应用于对地理信息需求较强的物流企业中,将GIS集成到CRM系统中,以更好的服务于企业。 本论文从剖析CRM入手,研究各部分对空间信息的需求,探讨了空间型CRM的基本组成,以及实现空间型CRM的技术方法。通过分析空间型CRM模型及GIS在模型中的应用,论述本文观点,并在前面研究的基础上进行了实践上的验证。
【Abstract】 Customer Relationship Management (CRM) is a kind of stratagem to improve core competition of enterprises and to attain the aim of fast development. Under the guidance of customer relationship management concept and ideology, the enterprise will successfully establish or realize the new business module centered around customer and guarantee the realization of the customer’s satisfaction which directly relates to the enterprise’s profit through the integration of the application support of the front-end and the back-end resources and office system.During its research and application, it is found that CRM systems contain volume of valuable spatial data and information that can be used for enterprise’s service automation, better understanding of customer, marketing opportunities and potential customers’s finding and decision-making, etc . But it would much too hard to process these spatial data in CRM without the support of GIS. The author focuses on the searching function of GIS such as graphics vision and analysis applied in logistics enterprises. The thesis integrates GIS with CRM to enhance its functionality and serves the enterprise better.The thesis begins with explanation of CRM, and then explains its main constructing parts and each part’s requires of spatial data processing. In the next part of the thesis, the author explains the SeCRM’s buildups and its implementation techniques and methods, including its architecture and GIS’s roles in it. With analysis of SeCRM and the application of GIS, the author introduces the viewpoint. It is the practice achievement of the research.
- 【网络出版投稿人】 河北工业大学 【网络出版年期】2004年 03期
- 【分类号】F274
- 【下载频次】254